Job Description

SALT is hiring Tech Support Account Manager for one of the Social Media clients on a yearly renewable contract role. The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.

What you’ll do:

• Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
• Own and engage with a growing portfolio of 100+ partners and direct clients
• Work closely with product and engineering teams to ensure high customer satisfaction
• Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
• Maintain and report customer account health and other key metrics
• Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
• Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them

What you’ll need:

• 5+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
• Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
• Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience

If this role sounds like your ideal job move, please email me your latest resume to jvenkataraman@welovesalt.com alternatively you may apply via the system! CEI No: R1659595 / EA No: 07C3147